Stephen Mann
Stephen Mann is a well known name in the IT Service Management Industry. During his 24-year career, his roles have included IT consultancy, IT service management (ITSM), IT asset management (ITAM), innovation and creativity facilitation, IT research and analysis, project management, finance consultancy, internal audit, IT software product marketing, and now ghost writing content.
Latest from Stephen Mann
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Enterprise Service Management – Not Just About ITSM Processes
This is blog three of a four-part enterprise service management blog series. The first blog – The Perfect Storm Driving Enterprise Service Management – can be read here. And the second – 14 Benefits of Enterprise Service Management – here. Enterprise service management is a way for other business functions – such as HR, facilities,
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The Perfect Storm Driving Enterprise Service Management
I’ve a feeling that I say “<<insert trend>> is nothing new” a little too much these days – it must be my age. And, as with the “discovery” of the 10+ year-old BYOD and Shadow IT “trends” a few years back, enterprise service management is yet another 10+ year-old “new trend” in the IT service
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Taking the “Me” Out of Customer Service
I’ve always been a stickler for customer service, with somewhat of a black and white view – good (or even great) customer service versus poor customer service. And I’d probably be vocal about both. Imagine me as a Jekyll and Hyde customer – polite, courteous, and appreciative until I feel that customer service is lacking.
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Service Desk Basics: what to do when the end user doesn’t respond?
If I remember my ITIL* studies and exams correctly – well it was over ten years ago – an incident or service request should only be closed by the end user/customer. I understand the logic, as they’re the people best positioned to know if their IT issue has truly been resolved or their need has been met. However not
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